‘The Caiway project was nominated for
the NCCA award 2013′
Caiway is the second largest Internet, Telephone and TV provider in the Netherlands. Caiway is innovative, service oriented and future proof. It were those qualities that enabled cooperation between Caiway customer service center and EngageIT to blossom in a successful Gamification Pilot Project.
In the Gamification Pilot Project EngageIT and Caiway created the first iteration of Pony, the gamification rule engine. Integrating it in the agents working experience by showing a gamification feedback bar to the side of their Kana CSR software Pony was designed to steer agents behaviour in the following ways.
Firstly it was to increase the use of the knowledge base during contact to increase the quality of service.
Secondly the first time fix was to be improved
Finally cherry picking was to be discouraged and SLA adherence to be encouraged.
By giving agents feedback on their behaviour through scores, badges, leveling and a social activity agents learned which behaviours where appropriate and which things helped them progress through the game. In this way agents grew through knowing what was expected of them and Caiway got close to reaching its goals!
The gamification pilot project was successful enough for EngageIT to further develop Pony. Caiway reached the following results in the project:
– Less cherry picking
– SLA improvement
– First time Fix +8%
– Higher knowledge base usage +12%
– More items for the knowledge base 17%
– More fun in the job / competition
